Customer Services Team Leader

Raven Housing Trust; Reigate and Banstead; On-site; GBP 60,000 - 80,000; Full time

Job summary

A UK housing organization is looking for a Customer Service Team Leader to guide a high-performing Customer Service Contact Centre team. The role involves leading team members in delivering exceptional services, managing performance, and resolving customer complaints effectively. The ideal candidate will have experience in call centres, strong leadership skills, and a good understanding of customer data protection. The organization promotes a diverse and inclusive workplace, offering a competitive salary and great benefits.

Benefits

Competitive salaries

Flexible working

Learning and development opportunities

Enhanced maternity/paternity/adoption pay

Health cash plan

Extensive wellbeing support

Retail discounts

Qualifications

• Proven experience in a call centre environment.
• Experience with complaint handling and resolution processes.
• Understanding of housing legislation and customer data protection.

Responsibilities

• Lead the Customer Service Team to deliver excellent multi-channel services.
• Motivate and coach team members for performance improvement.
• Resolve escalated or complex customer complaints.

Skills

Leadership skills

Leadership coaching

Negotiation skills

Complaint handling

Understanding of GDPR

Job description

Raven is here to make a difference, working as a team to build homes and change lives. We’re also ambitious: a sector‑leader in carbon reduction, with commercial ventures and a focus on the future. But it’s not just what we do, it’s how we do it that sets us apart from other organisations and helps us create a great experience for our customers and one another.

Our culture statements form the principles for how we work together as One Raven:

• We Put Customers First in everything we do.
• We will Always Be Curious about how we can do better.
• We work together to Make It Happen.

Want to be part of our community? We’re currently recruiting for a Customer Service Team Leader to join our Customer Service Contact Centre team.

What you’ll achieve in the role:

You’ll lead and develop a high‑performing, highly engaged Customer Service Team to deliver excellent, multi‑channel services to Raven customers. You’ll ensure enquiries and complaints are handled efficiently at first point of contact wherever possible, systems and processes are followed, and staff are supported through change.

Key responsibilities include:

• Motivate, coach, and develop team members to deliver excellent customer service.
• Monitor and manage performance, providing clear feedback and support.
• Ensure customer enquiries are resolved promptly with high‑quality responses.
• Step in to resolve escalated or complex complaints.
• Allocate and manage resources to meet service levels and priorities.
• Lead the team through projects and organisational change.

What you’ll bring to Raven:

• Proven experience of working in a call centre and using relevant IT systems.
• Experience of successful complaint handling and resolution processes.
• Strong leadership skills with the ability to motivate and develop a team.
• Understanding of GDPR and customer data protection.
• Ability to negotiate and handle sensitive situations with vulnerable customers.
• Knowledge of housing legislation, rent processes, repairs, safeguarding, and ombudsman code of practice.

You will also share our values: earning trust by being open and accountable, listening with an open mind, working collaboratively, and caring about making things better.

DBS clearance will be required for this role.

What Raven will offer in return:

To create a great experience for our customers, we need to create a great experience for one another. What Raven offers goes beyond the ordinary, giving you the opportunity to join a community of people who share the same values and are passionate about making a difference.

Our reward package includes:

• Competitive salaries
• Fantastic work/life balance with flexible working and generous leave entitlement
• Strong focus on learning and development, with opportunities to grow your skills and career
• Enhanced maternity, paternity, and adoption pay
• Funded health cash plan
• Extensive wellbeing support
• Voucher‑based recognition scheme
• Retail discounts

Raven are focused on creating a diverse and inclusive workplace. We encourage applications from all candidates, including minority ethnics, the LBGTQ+ community, people with disabilities and long‑term health conditions, neurodivergent people, parents, carers, and people from lower socio‑economic backgrounds.

We will consider applications for part‑time working and job sharing; please include this information in your application.

All data collected is anonymous and has zero bearing on your application. If there is anything we can do to accommodate your specific situation, please let us know at [e-mail] or 0300 123 3399.

As a Disability Confident Committed employer, we run a guaranteed interview scheme for disabled applicants. If you meet the essential criteria listed in the job description for this position and would like to be considered under this scheme, please state this in your application, email [e-mail], or phone us on 0300 123 3399.